A multi-hospital system is committed to better serving its patient populations. Their goal is to provide integrated, patient-centered, quality care through standardized practices and best in class services. 

The task is daunting, with over 10,000 employees delivering care in more than a half-dozen geographically dispersed locations. Many of these hospitals only joined the system in the last several years. A team of consultants from across the country and internal staff was chosen to make this happen. Although the individual team leaders are outstanding in their areas, each brought their own set of experiences and expectations with them. The team was stuck.  

Together, with the implementation team, we created a stakeholder-oriented Journey Map. Maps are universal forms of communication, easily understood and appreciated regardless of culture. Journey Maps help make sense of the transition between our current state and our intended future.   

We worked with the team to identify a common set of stakeholder “touch-points” and their sequence. The Journey Map described what will happen and when; provided a set of instructions that guides the action; predicts what occurs next; and represents a commitment to the plan of action.   

This highly visual tool made it easy for the system’s leadership, local hospital leaders, and the project team to align on the path forward and use change to drive towards results. The system leadership sees a clear path ahead. The hospital leadership recognizes when and how they need to be engaged. The project team leaders are accountable for delivering on schedule. The system is moving in the same direction.